Service Desk Technician

Description

Provide technical software, hardware, and network problem‑resolution support to end users, including troubleshooting, testing, and documentation of system procedures.

• Technical/Functional Expertise – Extensive experience with hardware, software, printers, and applications; proficiency with mobility tools and services; strong installation, configuration, and troubleshooting abilities.
• Customer/Client Focus – Clear, concise written and verbal communication; strong interpersonal skills; exemplary customer service with professional communications.
• Analysis – Detail oriented, gathers relevant information, uses logic effectively, and analyzes user requirements accurately and proactively.
• Time Management – Sets priorities, manages workload, and completes tasks within SLAs.
• Planning and Organizing – Develops realistic action plans, creates and follows test plans, and ensures timely completion of work.
• Adaptability – Handles change, delays, and unexpected events effectively.
• Resourcefulness – Applies creativity, research skills, and flexibility; remains open to new ideas.

• First‑line support for all end‑user IS requests via Service Desk / Help Desk.
• Review, troubleshoot, diagnose, and resolve incidents and service requests within prioritized timelines.
• Document status, progress, and resolutions in the service desk tracking system; create job aids, instructional materials, and test plans.
• Operate ticketing systems and manage administrative duties.
• Install, configure, maintain, and troubleshoot a wide range of software, hardware, and accessory components.
• Consult with end users to determine system specifications, technical assistance requirements, and advise on service requests.
• Perform hardware/software upgrades on existing equipment.
• Handle hardware repairs, printer maintenance, PC optimization, PC/Thin Client set‑ups, telephone set‑ups, and user account management.
• Coordinate with service vendors to ensure continuity of services.
• Provide technical equipment setup for laptops, projectors, and other media for staff presentations, meetings, or training.
• Escalate unresolved issues to appropriate IT resources.
• Facilitate procurement activities, identify requirements, develop price quotes, and execute purchases per approvals; manage hardware inventory and license documentation.
• Participate in on‑call rotation, providing Tier 1 end‑user support during major incidents.

• Excellent customer service skills.
• Active Directory user and security group management.
• Strong working knowledge of Windows 11.
• Proficiency with Microsoft O365, SharePoint, Teams, and One Drive.
• Experience with Microsoft System Center (SCSM) suite.
• PC hardware repair proficiency.
• Familiarity with telecommunication systems (Zoom phone).
• iOS (iPhone) and Android configuration and troubleshooting.
• Experience with audiovisual equipment (conference phones, videoconferencing, flat‑screen displays).
• Expert understanding of desktop and laptop hardware components.
• Knowledge of mobile device and telecommunications services.
• General networking concepts.
• 3–5 years of IT experience.

• 3‑5 years of IT experience.
• Associate degree or bachelor’s degree preferred.

Frequent sitting, talking, and hearing; occasional standing, walking, and manual handling up to 25 pounds. Requires close vision and ability to adjust focus. Position is onsite for hands‑on assistance; limited telework may be authorized for short periods.

Normal office conditions with quiet to moderate noise levels.

• No employment sponsorship or support is provided. The firm will not consider any immigration sponsorship or support for this position.
• Applicants must be legally authorized to work in the United States now and in the future.

This job description is not intended to be all‑inclusive; employees may perform other related duties as required by the organization.